April 9, 2018
IT Leadership Recap: Moments that Matter: Getting I.T. Right
Are we on the right track? This may be the question you ask your colleagues when implementing a new idea within your organization. The world of IT is ever-changing and ideas for improvement are always flourishing. During last Friday's IT Leadership group meeting, Kim Kettler - Global IT Leader at Cargill facilitated a discussion on the topic Moments that Matter: Getting I.T. Right.
Kettler shared what Cargill has recently done to improve their organization as a whole. They have taken a focus to their internal clients, treating them as external clients. Some of their client focused ideas include: digital labs, client communication process, client friendly internal website, service desk chat tool, and a knowledge bar.
One of Cargill's biggest tools they have developed to help focus on their clients' needs are personas. Personas guide the discovery, design, and implementation of a product, service or solution. One example of Cargill's personas is, Sally Super User. Sally Super Users persona includes demographics, value drivers, solutions, requirements, constraints, and communication tips.
We broke out into small groups to discuss the question: What client improvement ideas are you working on? Below is a summary of what was brought to the idea board.
Client Improvement Ideas
|Personas: keep our personality types & create client sterotypes|
|Leadership team reviews, once a month|
|Consolidate service desks into one|
|Open service desk hours without a ticket, set time to come down and get your issue addressed|
|Lunch and Learns: educate clients, get information out in advance|
|SD Lead + Marketing|
|SME for different IT messaging; not always from service desk|
|VIP IT Support|
|Access to knowledge articles: formal knowledge case attached to ticket system so support person can help the client quicker|
|App Demand Manager|
|Client feedback forums|
|"How to" help demos|
|Email subscriptions: let people decide what communications they want|
|Communication on internal web pages|
|Emergency help button: special users can click button & get an immediate call back|
|"Prime" service: capability for users to pay extra for elevated service|
We hope you found Friday's discussion beneficial and you we're able to walk away with a few key takeaways. Thank you to everyone that was able to attend and for sharing your experiences with the group!
What client focused ideas have you implemented, and have they been successful? Why or why not?
You can find the slides from Friday's IT Leadership meeting here.